Knowledge Management
When customers and employees have issues, many prefer to find an answer themselves rather than contacting customer service or an internal helpdesk. To address this need, companies require an easy‑to‑use and efficient knowledge management solution that makes it easy to incorporate knowledge creation—and ongoing improvements—into everyday work.
ServiceNow® Knowledge Management provides an out‑of‑the‑box knowledge experience for customers, employees, and the agents who serve them. Powerful workflow and publishing tools let agents search for—as well as create—knowledge content while resolving issues. Integration with the Service Portal lets customers and employees quickly find solutions that boost satisfaction and reduce service costs.
Benefits
Boost productivity by resolving or deflecting cases, and incorporating new knowledge to address business issues.
Increase user satisfaction by documenting answers to provide consistent, proven resolutions for customers and employees.
Promote knowledge sharing and encourage company-wide knowledge crowdsourcing to eliminate information gaps.
Application Highlights
Reduce costs while providing an effortless self-service experience
Reduce costs while providing an effortless self-service experience
Cut resolution time by suggesting answers with contextual knowledge
Cut resolution time by suggesting answers with contextual knowledge
In-context capture simplifies knowledge creation during work processes
In-context capture simplifies knowledge creation during work processes
Harvest new knowledge articles from solutions in Communities
Harvest new knowledge articles from solutions in Communities
Push relevant knowledge to customers and employees with subscriptions
Push relevant knowledge to customers and employees with subscriptions
Track usage, governance, and quality metrics with knowledge dashboard
Track usage, governance, and quality metrics with knowledge dashboard
Continuously improve knowledge with an actionable, closed-loop feedback process
Continuously improve knowledge with an actionable, closed-loop feedback process
Improve article quality and ensure timely responses with group ownership
Improve article quality and ensure timely responses with group ownership
Resources
Knowledge Management + Customer Service Management
Provide an effortless experience for customers and agents with self‑service options. Connect customer service with other departments to identify and resolve issues faster, reduce costs, and increase satisfaction. Proactively eliminate problems by analyzing trends and monitoring events.
Knowledge Management + IT Service Management (ITSM)
Consolidating fragmented tools and legacy systems while automating service management processes drives productivity, innovation, and end user satisfaction with effortless self‑help. Capture and package knowledge from across the organization and make it readily available for shared use by employees.
Knowledge Management + HR Service Delivery
Every day, thousands of HR service requests move back and forth between people and departments, creating inefficiencies and lengthy delays. Replace these unstructured work patterns of the past and make it easy for employees to get the service they need.